Recently, I had three experiences (at least) that were less than ideal. Automation went wrong, and I had to do something to fix the problem. Not a big deal, but there is definitely an opportunity for improvement. Technology today can help us because we save time. But when things go wrong, and we have to fix an error, we lose time to do that. So, if it's done wrong, what's the point of doing it in the first place?

Example. I needed to renew a fidelity card of a well-known entertainment stores chain. The card is valid three years, and as a member, I get newsletters in my mailbox regularly. In these newsletters, I was informed that my card was going to expire soon and I could renew it easily online. Great! At the second reminder, in order not to lose the accumulated points, I did my renewal online.

Automation mess. Online, offline, notifications.

A confirmation message was sent by email telling me that the order was successfully made. I got another email, after a while, telling me that my order was shipped. This message created in me the expectation that something was physically traveling to my mailbox. Two weeks later, still nothing in sight. Another week passed, and still nothing arrived. Did it get lost? - I thought. So I planned a trip to the shop to inquire.

At the shop, a very nice employee checked the status of my order and... surprise! It was all done, transaction complete, the card was renewed and I could continue to use it. Nothing was on its way to my mailbox!

Just a more precise text on my confirmation email could have saved me all this. No big deal, for sure, but the confusion could have been avoided and my experience would have been smoother. Just with a better text - or perhaps a variable in the automation of order processing that would specify if the order was a new one or a renewal. A detail, but we know it: that's what makes all the difference.